Ask Amazon: Managing Returns – SAFE-T Claims
Hello Sellers,
Welcome to our Managing Returns – SAFE-T Claims Ask Amazon Event with the Amazon SAFE-T team, focused on your questions about SAFE-T claims.
This topic will be open until, September 12, 9 AM BST. We encourage you to use this thread to ask questions related to SAFE-T claims. We will be closely watching this thread throughout the day, discuss the questions with our relevant team and provide answers.
Some queries may be more complex, and in those cases, we will submit the response by Friday, September 13, at 5 p.m.
You can post any question you have regarding this topic here. However, we kindly request that you formulate only one question per post.
If one of your questions has already been asked by someone else, please give it a thumbs up, and we will ensure that the questions with the most thumbs up are prioritized.
Please note: This event is intended for general questions and we cannot provide advice or feedback on individual claims.
50 replies
Seller_qaeFM8emsINcu
It will be interesting to know why a SAFE-T claim can't be raised against an "Invoice by Amazon" (IBA) order where the "business customer" has received a CSBA refund despite the goods being delivered by DPD using Amazon Buy Shipping. Get an error message on the SAFE-T claim screen saying "seller needs to be debited before a claim can be raised"
Opened case ID 9968760592 on 9th July and keep being told the "responsible/relevant/internal dedicated department/team" are investigating.
Seller_ZQyopdiwkUHOZ
My questions:
Why does the amount awarded from a Safe-T claim not even cover the outbound postage, never mind the price of the item?
How does Amazon justify violating seller's statutory rights regarding returned goods?
When someone returns a fake or destroyed item, and as such has failed to be inline with Amazon's returns policy, why aren't we refunded the returns label cost? If I sold someone a t-shirt and they return an empty bag, then DIDN'T return the t-shirt, so I shouldn't be responsible for the return label cost. It doesn't matter that they item they bought was fashion category because they didn't return it.
Seller_H04Prg9Nc0Td4
Amazon has developed a very nice tactic, very deceptive, if a team like A to Z claim is involved, SAFE-T work is impossible, even if you solve your problem immediately, if it says A to Z, Safe-T will never work, product loss, comic figures offered to you, costs, unfortunately a Tricky SAFE-T claim and A to Z work that is not fair in any way.
There should be more realistic steps, more distracting tactics that do not go beyond advertising, there is no seller protection in any way, all these publications or announcements you make are a system based on spending time, who are you playing games with?
Seller_hk02yt1EBBFen
can you claim under SAFE-T Claims where customer has sent a fraudulent return, replaced new product with old and sent back for refund? thank you
Seller_sJUyozDeS1DKy
hi we need more help when buyer open a to z case even when item is deliver we should be cover for fraud when we buying the labels on amazon please protect your seller as you do with buyer no other platform does this they listen to both side when here we do not get a chance to say anything automatically buyer get refund when it clearly say on order item deliver to the house.
Seller_OC4AKQTpHwKwL
Why is it so difficult to deal with Safe Ts?
We send an image of the returned item & an image of the packaging, this is all we can do. We are then asked for further information, there is NO further information to give!
We often get a complete random item returned.
We sell books & maps & usually these are returned damaged & are not resalable. People do not wrap the items very well If an item is returned damaged, Amazon isn't interested.
All that is needed is to go back to the old system, items are returned, sellers deal with the refunds. This would make persistent returners more accountable.
